Case Study: ICON achieves faster, compliant e-signatures and onboarding with MSB Docs

ICON Implements 21 CFR Part 11 Compliant Electronic Signatures With MSB

ICON, a major healthcare organization within the Apollo Hospitals Group, was struggling with slow, labor-intensive paper document signing and onboarding processes. Manual print-sign-scan-fax-mail workflows, shipping costs, and delays in routing documents for multiple signatures made it difficult to keep operations efficient and to onboard new employees quickly. ICON needed a secure, cost-effective, 21 CFR Part 11 compliant electronic signing solution, and turned to MSB Docs and its MSB smart document platform.

MSB Docs implemented electronic signatures using the MSB “Signature 21 CFR” policy, enabling ICON to upload documents, configure workflows, and securely collect signatures from internal and external users with full audit controls, timestamps, and compliance safeguards. The solution reduced paper handling, improved regulatory compliance, and accelerated turnaround times; ICON later expanded usage across departments, approved MSB for long-term storage in 2015, and used it to streamline employee onboarding with faster processing, lower costs, and easier access to signed documents anytime, anywhere.

ICON